Business Support Analyst

Role Overview

• Responsible for supporting Paga Engine Clients, products and services at the frontline
• Proffer solution to their inquiries
• Give information and handle complaints regarding products and services
• Keep clients satisfaction at the core of every decision and behavior
• Identify and resolve clients queries effectively and efficiently, whilst maintaining the acceptable service quality standard via all our engagement channels
• Follow through on client queries ensuring prompt resolution and feedback
• Use relevant tools to track cases and meet turn-around-times and other required metrics
• Proactively solicit and avail information to facilitate 90% first call resolution
• Respond to emails from clients professionally
• Provide clients with product and service information where applicable
• Resolves complaints by clarifying issues; investigate and proffer solution
• Escalate unresolved issues where necessary to third level support
• Perform any other duties as assigned by the Supervisor, Business Support

Requirements

• 4 years’ (min) experience in a Customer Support or Business Development or Client Relationship management function
• First degree or its equivalent in a relevant discipline
• 2 to 4 years relevant work experience
• Proficiency in Ms Office
• Excel, Word and PowerPoint and CSR tools
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with team members
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Experience in technical payment products